Communication assistance system and method with prosperity marketing

ABSTRACT

A communication assistance system includes a database having a plurality of listings therein, each of the listings includes a least one contact name and a contact information. A means is provided for receiving incoming communications from a plurality of requesters seeking a listing. A table stores past requested listings of the requesters, where the system reviews the table for storing past requested listings and, based on contents contained in the past requested listing table, develops a list of requesters to target a promotion to, whereupon when a requester who is among the list of requesters contacts the system, they are provided with the promotion.

RELATED APPLICATION

This application is a continuation of U.S. patent application Ser. No.11/203,438, filed on May 24, 2007, which is a C-I-P of co-pending U.S.patent application Ser. No. 11/416,397 filed on May 1, 2006 and alsoclaims priority to U.S. Provisional Patent Application No. 60/808,236,filed on May 24, 2006, the entirety of which are incorporated byreference herein.

FIELD OF THE INVENTION

The present invention is directed to a system and method, which allows arequester to contact a communication apparatus user, and, in particular,to a system and method which stores and prioritizes past requestedlistings from a particular requester.

DESCRIPTION OF THE RELATED ART

One drawback of current directory assistance systems arises when arequester using the system frequently requests the same information orlisting. In such situations in the present directory assistance systems,the operator needs to input the search criterion each time the requestermakes the request. In this configuration, a directory assistanceoperator may be called on to retrieve the same directory listingsseveral times for the same requester over a period of time. This leadsto a wasteful use of operator time as well as leading to frustration onthe part of the requester who is frequently requesting the same listinginformation.

As a result, it is desirable to have a system and method, which permitsa more efficient acquisition of data by a directory assistance operatorwhen a requester frequently requests the same information listing. It isalso desirable to create a system capable of meaningfully utilizing thefrequently requested listings so as to decrease the listing retrievaltime when frequently requested listings are asked for again. With theadvancements in the technology used for wireless, remote devices, suchas cellular phones and PDAs, and the networks that support them, thereis also a need to be able to synchronize data between the held deviceand the directory assistance provider so that both can have ready accessto frequently called numbers.

SUMMARY OF THE INVENTION

The present invention advantageously provides a system and method whichfacilitates the efficient acquisition of data by a directory assistanceoperator when a requester frequently requests the same informationlisting. The system is capable of meaningfully utilizing the frequentlyrequested listings by storing and manipulating the past requestedlistings of a given requester and organize and present them to theoperator in such a way so as to decrease the listing retrieval time whenfrequently requested listings are asked for again.

To this end, a directory assistance system for either land line orwireless listings employs a requester listing table which tracks arequester's phone number and the time and date of the requester'srequest. When a listing is solicited the information is stored in therequester listing table, populated by information provided by thedirectory assistance system.

After the requester makes a call to make a request for a listing andprior to the operator searching for the listing, the directoryassistance system searches a past requested listing table to see ifthere is a match on the requester phone number. If so, then the pastrequested listings are presented to the operator displaying therequesters phone number, the past requested listings and time and dateinformation associated with those listings. If the current listing beingrequested by the requester is on the screen, the operator can bypasssearching for the listing and instead can directly transfer therequester to the desired listing thereby saving time for both theoperator and the requester.

The past requested listing table is further configured to tabulate thecategories of the stored listings. Such categories may include but isnot limited to recreational, movies, restaurants, commercial stores,1-800 numbers, airlines, hotels, taxis and personal numbers. Thecategory designations may be utilized directly on the past requestedlisting table or alternatively a top requested listing sub-table 94 maybe provided that further organizes the stored listings by theirrespective categories and the number of times they were requestedfacilitating faster connection of the requester to the desired listing.

It is another object of the present invention to provide a communicationassistance system having a database with a plurality of listingstherein, each of which includes at least one contact name and a contactinformation. A means is provided for receiving incoming communicationsfrom a plurality of requesters seeking a listing.

Past requested listings of the requesters are stored in a table, wherethe system reviews the table for storing past requested listings and,based on contents contained in the past requested listing table,developing a list of requesters to target a promotion to, whereupon whena requester who is among the list of requesters contacts the system,they are provided with the promotion.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a diagram of a communication assistance system of the presentinvention in accordance with one embodiment;

FIG. 2 is a field diagram describing the structure of an incoming callinformation record in accordance with one embodiment;

FIG. 3 is a field diagram of the Connect Field of a listing table indatabase 18 in accordance with one embodiment;

FIG. 4 is a diagram of a closing prompt module in accordance with oneembodiment;

FIG. 5 is a field diagram of a call completion data packet in accordancewith one embodiment;

FIG. 6 illustrates a past requested listing table in accordance with oneembodiment;

FIG. 6A illustrates a top ranked listing table in accordance with oneembodiment;

FIG. 7 is a flow chart demonstrating the operation of the system inaccordance with one embodiment; and

FIG. 8 is a diagram of an example of the components used to provideaccess to listings database 18 via a WAP (wireless application protocol)portal, in accordance with one embodiment.

DETAILED DESCRIPTION OF EMBODIMENTS OF THE INVENTION

Referring now to the drawings, wherein like reference numerals refer tolike elements, there is shown in FIG. 1, a communication assistancesystem 2 in accordance with one embodiment of the present invention.System 2 allows a requester 4 to initiate communications with device 6,even where requester 4 does not know the identification number of device6. Device 6 refers to a device used by a subscriber to a wireless orwireline service, and will be used throughout the application to referto the device that the requester 4 intends to reach. Requesters 4 canaccess system 2 via a traditional wireline Local Exchange Carrier (LEC)and/or Inter-Exchange Carrier, via a wireless carrier (including bothvoice and data access) or via connection to the Internet. Devices 6 canbe any known communication device including cellular telephones andmodems, pagers, PCS phones and modems, RIM Blackberry, wireless PDA,instant messaging devices, SMS devices and the like.

It is contemplated that the present invention can be implemented toaccommodate any device including land line phones, business phones andPersonal Digital Assistant (PDA) with voice communication capability,etc.

Subscriber 6 refers to any individual or business entity, whoseinformation is stored for retrieval by the system. Although FIG. 1depicts such subscribers using wireless devices it is appreciated thatany communication information relating to subscriber 6 such as theirlandline phone number, pager number, e-mail address, etc. can be storedand retrieved by the system. Also, for the purposes of illustration,requester 4 refers through out to a requester 4 that accesses system 2to seek the information. It is important to note that a repeat requester4 may be invited by system 2 to provide their information into system 2and thus be incorporated into a database containing searchablesubscriber 6 listings.

Communication assistance system 2 is preferably coupled to one or moreservice providers 26 directly through wireless MSC (Mobile SwitchingCenter) 8 or via public switched telephone network (PSTN) 10.

In general, device 6 communicates with system 2 via Mobile SwitchingCenter (MSC)s 8 as shown in FIG. 1. Although not shown, it iscontemplated that device 6 can communicate with system 2 via a MSC 8coupled to PSTN 10.

As shown in FIG. 1, system 2 is preferably comprised of one or moreswitches and integrated voice response units (VRU) 12 (the VRU may bestandalone instead of integrated as described above), billing databases14, primary call centers 16, listing databases 18 and a plurality ofoperator terminals 20 running agent application 19 accessing enhancedservice modules 21 that may be operated by an agent, closing promptstorage module 13, call completion table 17, a Wide Area Network 25(WAN), closing prompt modules 27 coupled to agent applications 19, aComputer Telephony Interfaces 29 (CTI) and a caller database 31. Inparticular, billing database 14 is connected to WAN 25 and can becoupled to any component of system 2. Units 12 are coupled to MobileSwitching Centers (MSCs) 8 and PSTN 10 as well as primary call center16. Primary call center 16 is also coupled to at least one operatorterminal 20 and listing database 18.

The connection between primary call center 16 and operator terminal 20is such that voice communication is transmitted directly between the twoand data information is transmitted via computer telephony interface 29.This may also be accomplished via in-band signaling, as will bediscussed below. Operator terminal 20 is not only connected to thelisting database 18 but also to other databases and software applicationmodules as well.

In a preferred embodiment of the present invention a plurality of callcenters such as system 2 and system 2′, illustrated in FIG. 1, can bestrategically located in various geographic locations across thecountry. For example, each call center, system 2 or system 2′ can belocated in a major metropolitan area spread across the United States.Each call center is configured to handle the call traffic that isdesignated for that call center which could include all possible type ofcalls.

In operation, primary call center 16′ receives forwarded calls fromprimary call center 16 in the case where system 2 is experiencingoperational problems or a volume of requests that exceed its capacity.In addition, it is possible through intelligent pre-routing within thenetwork to automatically deliver the call to primary call center 16′. Animportant benefit provided by this arrangement is that the primary callcenter 16′ of system 2′ is able to act as an overflow unit for primarycall center 16 of system 2 in the event that system 2 is experiencingtechnical difficulties or high call volume. This configuration allowsprimary call center 16 to route calls to primary call center 16′ duringperiods of high volume, even in the event of a breakdown in the primarydirect connections of system 2 as described above.

Another component of system 2 or 2′ is call completion table 17. Callcompletion table 17 allows switch 12 to select an outbound trunk groupthat can most efficiently route the call to the end destination. Forexample, if requester 4 requests a traditional directory assistancelisting (i.e. a wireline business or residential listing), serviceprovider 26 of requester 4 may prefer to complete these calls on theirown network. In this case call completion table 17 would select anoutbound trunk group to service provider 26 of requester 4. In the casewhere requester 4 requests a listing of a device 6, it may be moredesirable to complete the call via the network of the service provider26 of the device 6. In this case call completion table 17 would select adirect outbound trunk group to service provider 26 of device 6.

Call completion table 17 also allows for the programming of multipleoutbound routes for each call depending on, but not limited to, the timeof day, the service provider 26 of the requester 4, the service provider26 of device 6, corresponding rates for each service provider 26 andtime of the day and the NPA/NXX of the destination.

Listing database 18 and listing database 18′ are similarly arranged, andare preferably mirror images of one another. Although operator terminal20 is not shown directly coupled to primary call center 16′ and listingdatabase 18′, operator terminals 20 can be so coupled via WAN 25, or canaccess call center 16′ and database 18′ via primary call center 16 asshown in FIGS. 1, 2 and 3. This overcomes situations where database 18is down in system 2, such that operator terminal 20 completes the callusing information stored on database 18′.

The links coupling the various components of system 2 together and withservice providers 26 via Mobile Switching Center (MSC) 8 and PublicSwitched Telephone Network (PSTN) 10 can be any known voice and/or datacommunication technologies, including wide area networking and localarea networking communication technologies, for example, digitalsubscriber lines (DSL), digital T-1s, leased lines, satellite orwireless links, Integrated Services Digital Network (ISDN) circuits,asynchronous transfer mode (ATM), Ethernet, token ring, fiberdistributed-data interface (FDDI) and the like. It is also presumed thatthe various components of system 2, service providers 26 and PSTN 10 arearranged with appropriate communication hardware interfaces to transmitand receive data across the communication links.

For example, wireless service providers 26 may interface directly withsystem 2 via Mobile Switching Center (MSC) 8 hardware coupled directlyto Switch 12 of system 2. Switches 12 can be any switches thatpreferably include an integrated voice response unit. Many functionsperformed by switches 12 are known to those of ordinary skill in the artand include telephone call routing between trunks, converting onesignaling type to another, such as between a digital signaling system,dual-tone multi-frequency (DTMF) signaling, multi-frequency (MF)signaling, ISDN, SS7, etc., and capturing call length and destinationdata for billing, etc.

As shown in FIG. 1, when a call comes into Switch 12, the call isidentified by a DNIS which relates to the number dialed by therequester, so that appropriate data generated by system 2, such as callcompletion data packets 50 (FIG. 5), can be routed to the correct switch12 to complete the call, as will be explained in more detailhereinafter.

As shown in FIG. 1, a closing prompt storage module 13 is configured tostore a variety of closing prompt messages and data, such that when theswitch 12 completes the call from requester 4 to device 6, switch 12 canplay any one of a variety of closing prompts based on the informationreceived from a call completion data packet 50 as will be explained inmore detail. Although only one switch 12 is illustrated in FIG. 1, anynumber of switches 12 can be used in system 2 to increase the capacityof system 2.

FIG. 2 illustrates an Incoming call information record 15 provided byswitch 12, after switch 12 receives a call from requester 4, record 15is sent to primary call center 16.

In accordance with one embodiment of the present invention, Incomingcall information record 15 contains a number of fields which may includebut is not limited to: number dialed by requester field, preferredlanguage code field, originating phone number of requester field andrequester service provider field and feature code field.

The number dialed by requester field contains the number dialed byrequester 4 and may be used to identify the originating switch locationof the incoming call.

The preferred language code field contains information indicating thelanguage preference of requester 4. System 2, and in particular switch12, maintains the ability to translate many different dial strings intosystem 2. One possibility for determining the preferred language ofrequester 4 is to automatically route calls from a particular dialednumber, for example NPA-555-1818, directly to, for example, Spanishspeaking operators. Another possibility is to route the call usinginformation stored on the caller database 31. The preferred languagecode field is used to route calls to primary call center 16 via switch12 by way of incoming call information record 15.

The originating phone number of the requester field holds theoriginating phone number of the requester 4. The requester serviceprovider field conveys the service provider of requester 4. This fieldallows system 2 to identify the calling party's service provider 26 foruse with various functions such as introduction prompts, closingprompts, billing information, usage tracking, etc. One example of a useof this data is to allow for the settlement of billing charges betweenthe service provider 26 of requester 4 and service provider 26 of device6.

The feature code field holds information that can be used to identifyany special features associated with requester 4's device. Thesefeatures could include, but are not limited to: promotional rate plans,standard rate plans, bundled service plans, device capabilities and thelike. For example, service provider 26 may offer unlimited directoryassistance for a flat fee per month, or could offer services free for apromotional period.

Although only five fields are identified for incoming call informationrecord 15, any number of fields that are used to provide system 2 withthe necessary data to complete a call is within the contemplation ofthis invention.

As shown in FIG. 1, billing database 14 is used as the repository forthe billing data and includes but is not limited to: records which arepreferably comprised of the call date, the call start time, the call endtime and the resulting time, i.e. the call length, the originating phonenumber for requester 4, the listing information for device 6 and fieldswhich identify the originating and terminating service providers. Thebilling data can be accumulated from any of, but not limited to, thefollowing: switches 12, ACDs, PBXs, agent application 19 and/or database18.

Call centers 16 and 16′ are comprised of hardware and software whichaccept inbound calls from switches 12 and which distribute the calls tomultiple operator terminals 20 using standard Automatic CallDistribution (ACD) technology. Operator terminal 20 interacts withdatabase 18 to search for and retrieve a listing corresponding to device6. The search can be done using a single field or combination of fieldsin the listing entry.

Call center 16 and 16′ can be comprised of one or more processorscoupled together in a networked arrangement to accomplish thesefunctions, and can be constructed using known computing technology suchas using personal computers, mini or mainframe computing devices,routers, switches and the like. Because the arrangement and operation ofcall centers 16 and 16′ are similar, discussion of primary call center16 is understood to also describe primary call center 16′.

Computer Telephony Interface (CTI) 29 is disposed between call center 16and operator terminal 20. CTI 29 is configured to route the data portionof an incoming requester 4 call; such as the number dialed by therequester and the originating phone number of the requester to operatorterminal 20, while the voice portion of the call is transmitted directlybetween call center 16 and operator terminal 20. While not discussedhere, it is contemplated within the context of this invention that thedata portion of an incoming requester 4 call could be sent to operatorterminal 20 using in-band signaling (i.e., with the voice path of thecall) as well.

Operator terminal 20 can also be any known computing device capable ofreceiving and displaying data on its display, including but not limitedto a personal computer, UNIX workstation and the like. Although it ispreferred that a separate customer service representative telephone beimplemented as part of system 2 and coupled to primary call center 16for communicating with requester 4, operator terminal 20 is not limitedto this arrangement. For example, operator terminal 20 can be arrangedto contain an integrated telephone (as shown). In other words, anyarrangement that allows a customer service representative to engage inoral communications with requester 4 is sufficient. In addition,although only a single operator terminal 20 is shown, system 2 is notlimited to this arrangement. It is contemplated that system 2 iscomprised of multiple operator terminals 20 such that more than onecustomer service representative is available to accommodate the users ofsystem 2. It should be noted that primary call center 16 and itscommunication with switches 12, operator terminal 20 and database 18 aswell as the arrangement and communication between primary call center16′ and switches 12′ can be implemented in accordance with theconnectivity and communication techniques described in U.S. Pat. No.6,404,884 issued on Jun. 11, 2002, the contents of which areincorporated herein by reference. In an alternate embodiment of thisinvention it is contemplated that a requester 4 may interact with anagent using a non-voice method such as, but not limited to: ShortMessaging Service (SMS), Wireless Application Protocol (WAP), live chat,and instant messaging as will be discussed below.

Agent application 19 platform is used to operate operator terminals 20and databases 18. This system not only supports the communicationsbetween these modules but also prepares a call completion data packet 50that is to be sent to switch 12 to ultimately complete the call.

To create call completion data packet 50, operator terminal 20 and agentapplication 19 require information to be retrieved from database 18.This data is used to populate the various fields of call completion datapacket 50 as discussed in more detail below.

Listing database 18 is preferably any known database system which can beprogrammed to store all of but not limited to the following: wirelinetelephone directory listings, originating service provider 26 ofrequesters 4 listings, wireless listings and other listings such asproviders of goods and services. Listing database 18 preferably supportsmultiple database tables for a voluminous quantity of listings andmultimedia data associated with each user or organization that issponsoring a group of users.

It should be noted that the present invention augments the databasetables described in U.S. Pat. No. 6,404,884 by including severaladditional fields to support new features as discussed herein.

Listings database 18 can be based on any known database software and anyknown database format. The hardware configuration of listing database 18can be any hardware platform capable of supporting the quantity of usersand entries in their respective database tables. As such, listingdatabase 18 can be stored on any device capable of storing theinformation.

Those of ordinary skill in the art can appreciate that although database18 is shown as a single unit, it is not limited to this configuration.Database 18 can be comprised of multiple hardware units, i.e., centralprocessing units and/or storage devices such as CD-ROMs, hard diskdrives, tape disk drives, etc. which can communicate with each otheracross a transmission link. In addition, while only specific tables andfields within listing database 18 are discussed in detail, the currentinvention does not limit the table schema in listing database 18. Inaccordance with one embodiment of the present invention each database insystem 2 or system 2′ such as database 18 or 18′ stores the sameinformation. In an alternate embodiment, it is also contemplated thatlisting database 18 can take the form of a distributed database. Forexample, users who are primarily based on the west coast can besupported from a portion of database such as listing database 18′located in California, while users primarily located on the east coastcan access a portion of database such as database 18 located in NewYork.

In one embodiment of the present invention, listing database 18 stores abranded audio message associated with the service provider 26 of therequester 4 such that when requester 4 accesses system 2, the audiowelcome message is retrieved by operator terminal 20 and played to therequester 4. In another embodiment of the present invention the audiowelcome message may be retrieved and played on call center 16 or switch12. This welcome audio message is discussed in detail below.

Listing database 18 and 18′ also contain a connect field as illustratedin FIG. 3. The connect field identifies the degree of availability ofthe listing for disclosure. The connect field consists of a connectfield sub table listing 70, which categorizes a number first as eitherlisted or unlisted. If a number is unlisted it cannot be used tocomplete a call. However if the number is listed, connect field subtable listing 70 is further subdivided into “unmasked to agent” or“masked to agent”. In the case of “masked to agent”, a call can becompleted but requester 4 does not receive the number. In this case, thenumber or any portion thereof may be masked to the agent or customerservice representative as well, such that the agent will not have accessto the number, and the call is simply connected. In the case of“unmasked to agent”, the subscriber for device 6 has authorized system 2to reveal the number to the agent and/or requester 4 as would mostlikely be the case for business wireless devices.

It is important to note that in the event requester 4 requests a maskedlisting, when that listing is saved in accordance with the pastrequested listings features of the present invention, the maskedlistings will appear on such stored listings in the masked format asdescribed in more detail in the operation section.

In another embodiment of the present invention, as illustrated in FIG.6, a past requested listing table 92 is provided, and stored forexample, in listing database 18. Table 92 is configured to storeinformation from past requesters 4 and each requester's correspondinginformation concerning the requested listings. Past requested listingtable 92 maintains a requester 4 call number field which relates to theincoming requester 4 number. This field is configured to associate pastrequested listings of a particular requester 4 so that system 2 canidentify past requested listings based on individual requesters 4. Pastrequested listing table 92 is generated for each requester 4 as soon asthey first contact system 2 and is maintained and updated with eachadditional call.

It should be noted that past requested listing table 92 is generated bysystem 2, stored in database 18, and utilized by operator terminal 20 assuggested above, however this is intended only as an example of oneconfiguration to store table 92 and is in no way intended to limit thescope of the present invention.

For example, past requested listing table 92 may be stored in system 2and operated directly at the wireless device used by requester 4 viaservice provider 26. In such a case, system 2 will generate and storepast requested listing table 92 on a server and then transmit the listvia an operable protocol to requester's 4 service provider 26 which inturn sends the list to the wireless device of requester 4.

In this configuration, table 92 may be operated via WAP (WirelessApplication Protocol) or any other compatible protocol capable ofinterfacing with system 2 and communicating the desired listing to beconnected to. This configuration provides even faster service forconnection to the desired links in the event the desired listing iscontained in past requested listing table and is particularly effectivein wireless communication devices with memory sufficient to operate thenecessary protocol to interface with system 2. This allows a requester 4to search through past requested listing table 92 on their own wirelessdevice after they turn on their device and the list is updated by system2 as discussed in more detail below.

Past requested listing table 92 also maintains a listing requested fieldwhich corresponds to the subscriber 6 information requested by aparticular requester 4. The listing time and date field, associated withthe listing requested field, stores the last time and date that alisting was requested. A counter field is also maintained, associatedwith requested listing field, tracking the number of times that aparticular listing was requested by a requester 4.

In one embodiment of the present invention, past requested listing table92 is configured to store past requested listings for a set amount oftime with the presumption that numbers that have not been dialed for along time are less likely to be requested again. For example, pastrequested listing table 92 may have a storage time frame of 90 dayswhere each of the listings on table 92 have been requested at least oncewithin the last 90 days by requester 4.

Furthermore, this time frame may be modified as the number of times aparticular listing was requested. For example, the base time frame forpast requested listing table 92 may be 90 days for listings requestedonce. However if a particular listing has been requested three times,past requested listing table 92 may hold this listing for 180 days withthe expectation that this listing will be more likely to be requestedagain in the future than a listing that was only requested once.

Another possible method of altering the duration for which a particularlisting is stored on past requested listing table 92, is to reset the 90day storage period each time a listing is requested. In thisconfiguration if a listing is requested a second time within the initial90 day storage period the storage period is reset and the listing isstored for another 90 days. It is under stood that any number ofpossible storage designs are possible for the listings of past requestedlisting table 92 such that the table is effective at reducing the amountof time required by operator terminal 20 to reduce the time required toretrieve the desired listing.

In this respect, past requested listing table 92 is designed to maintaina number of the past requested listing for a particular requester 4 suchthat it provides the operator terminal 20 a number of past requestedlistings sufficient to expedite a number of requests without having tosift through an undue number of outdated listings.

One such standard for maintaining sufficient listings on past requestedlisting table 92 for a given requester 4 is to store enough listingssuch that approximately 20% of requester 4 calls can be completed fromthe list. In order to achieve this desired percentage rate variousmethods of manipulating the number of listings stored on past requestedlisting table 92 may be utilized. For example, as discussed above thestorage delay of 90 days may be adjusted up to 120 days or down to 45days until an appropriate number of listings are stored on pastrequested listing table 92.

Another method to manage the listings of past requested listing table 92may be to adjust the storage times based on the categories of the storedlistings. For example, listings on the category of hotels and airlinesmay be stored for only 30 days under the theory that these numbers willnot be contacted again for a long time, whereas personal contactlistings may be stored for 180 days because they are more frequentlyrequested.

Yet another possible method of reaching the desired 20% completion markis to set a maximum or minimum number of listings to be stored on pastrequested listing table 92.

In the case of a minimum, system 2 may add listings to past requestedlisting table 92 when the table is low on listings by methods such asadding additional nearby movie theaters when a first movie theater isrequested in attempt to predict possible listings. Alternatively, in thecase of maximums, as the number of listings on past requested listingtable 92 reaches a higher number certain listings in categories such ashotels and airlines may be dropped early (before their storage timeperiod has expired) in order to maintain the efficiency of pastrequested table 92.

In any event a goal of past requested listing table 92 is to decreasethe amount of time necessary to retrieve the desired listings. To thisend, system 2 attempts to maintain a number of listings on pastrequested listing table 92 such that, for example, 20% of a requestedlisting by requester 4 may be connected to by operator terminal 20 viatable 92.

If too many listing are contained on past requested listing table 92 thetime for operator terminal 20 to search through all of the listings ontable 92 would defeat the purpose of having the table in the firstplace. If too few listings are maintained on table 92 the need tocontinuously search through the full database 18 (to retrieve thelistings requested not contained on table 92) would also reduce theretrieval times. As such an optimum number or percentage of requests tobe retrieved from past requested listing table 92 is required to achievethe desired goal of reduced listing retrieval time.

However, it should be noted that the desired percentage of 20% of therequested listings to be retrieved from past requested listing table 92is intended only as an example and in no way limits the scope of thepresent invention. For example, the percentage can be adjusted up ordown depending on the consistency or inconsistency in requests from thatparticular requester 4 as explained hereafter.

For example, if requester 4 frequently requests listings from a smallgroup of listings the target percentage of calls to be completed frominformation contained on past requested listing table 92 can be adjustedupwardly to 30% or 40% by utilizing the parameters discussed above so asto further increase the efficiency for the request retrieval times.Alternatively, if requester 4 is frequently requesting random listingsthe target percentage may be lowered to 10-15%, again adjusting theparameters discussed above, so that past requested listing table 92 doesnot become cluttered with too many extraneous listings. The focus ofreduction the retrieval times for listings requested by a requester 4 isalways the determining factor in adjusting the parameters of pastrequested listing table 92.

In any event, it should be noted that all of the parameters discussedabove for the settings for past requested listing table 92 describedabove are intended only as example of possible settings used by systemand are in now way intended to limit the scope of the present invention.Any such parameters may be used alone or in combination for pastrequested listing table 92 such that the result is an increase inefficiency in retrieving listings requested by a requester 4 whocontacts system 2 frequently.

The information contained in the fields of past requested listing table92 can be organized in many different variations. For example, thelisting requested field may include a separate entry for each time arequest was made or, alternatively, it may maintain a single entry foreach requested listing and tabulate the number of times that the listingwas requested in the counter field.

In one embodiment of the present invention, as illustrated in FIG. 6,past requested listing table 92 maintains a category field for storingthe category of retrieved listings. For example, if a requester 4 callsfor a restaurant listing the entry will be stored in past requestedlisting table 92 and the category field will hold a restaurant notationfor that entry. Likewise, if requester 4 requests a gas station, a gasstation or general services notation will be entered next to the listingin the category field.

The categories filed designations may include but are not limited torecreational, movies, restaurants, commercial stores, 1-800 numbers,airlines, hotels, taxis and personal numbers. This list is intended onlyas an example of possible methods by which category information may bedesignated and is in no way intended to limit the scope of the presentinvention. Any category designation used to populate the category fieldof past requested listing table 92 is within the contemplated of thepresent invention.

A category ranking field is also provided in past requested listingtable 92 such that for each listing having a particular categorydesignation stored in the category filed, a corresponding category rankis attributed to that listing. For example, if a particular requester 4had requested three different restaurant listings; the first restaurant4 times, the second restaurant 3 times and the third restaurant 1 time,then they would be ranked in their category ranks one, two and threerespectively. This information for rank can be generated by system 2using the combination of information from the category and counterfields or it can be generated independently using other criterion.

In one embodiment of the present invention, as illustrated in FIG. 6A, atop ranked requests sub-table 94 is provided, configured to organizelistings based on the information contained in the category field andthe category rank field. Top ranked listing sub-table 94 may containseveral fields based on categories of requests stored in past requestedlisting table 92 such as those discussed above.

For example, top ranked request table 94 may have a restaurants field, apersonal contacts field, a 1-800 number filed and any other categorythat is frequently requested by a particular requester 4. Each of thefields in table 94 maintains listings of the top ranked listings foreach category from listing table 92, further facilitating the retrievalof listings by operator terminal 20.

For example, the restaurant field of top ranked request table 94 liststhe top five requested restaurant listings from past requested listingtable 92 as identified by the category rank field. Likewise, thepersonal contacts field of topped ranked request table 94 lists the topfive requested personal listings from past requested listing table 92and so on for each of the categories. This number of ranked categorylistings stored in the various fields of top ranked request table 94list is intended only as an example of possible methods and amounts oflistings of category information that may be used to improve the listingretrieval time of system 2 and is in no way intended to limit the scopeof the present invention. Any number of listings or type of categoriesused in top ranked request table 94 is contemplated by the presentinvention.

It should also be noted that topped ranked listing table 94 may bemanifest in separate tables as illustrated in FIG. 6A, however this isintended only as one possible method improving listing retrieval timeusing the rankings of categories. For example, another means forutilizing the category rankings field information from past requestedlisting table 92 is to highlight the topped ranked listings for eachcategory directly in past requested listing table 92 so as to drawattention to them at operator terminal 20 enhancing the listingretrieval time (not pictured). Any similar method that operates bydrawing attention to the top ranked requested listings for each categoryis within the contemplation of the present invention.

If all requests are stored, the time and date of each request is storedfor each request. If one entry for each listing is stored, the time anddate of the last request for that listing could be stored. It should benoted that a large number of combinations for storing information in thepast requested listing table 92 are available to the operator of system2 which are too numerous to discuss in detail. For illustrationpurposes, the description used to illustrate the embodiments of system 2show past requested listing table 92 maintaining a single entry for eachlisting and an entry in the counter field for each time the request wasmade.

After the system determines that a requester 4 is a repeat caller andsystem 2 searches database 18 for the appropriate past requested listingtable 92 the information is placed on the screen of operator terminal 20as will be discussed in more detail below in the operation section.

Both past requested listing table 92 and top ranked listing table 94need to be updated and repopulated on frequent basis using informationcollected from the other components of system 2. Past requested listingtable 92 and topped ranked request table 94 can be repopulated daily,hourly or in real-time.

The selection of rate for repopulation may be determined for maximumefficiency in system from a systems operation perspective or asdetermined by a sample of necessary update times to properly function alist for a given requester 4 or possibly a combination of both.

In the event table 92 is maintained in a server for wireless carriers 26to be resent to the wireless devices of requester 4 as discussed above,then table 92 may be updated accordingly. For example, the server forservice provider 26 may be updated as discussed above on daily, hourlyor real time basis and the list as manifest on the wireless device ofrequester 4 may be updated when requester 4 turns off/on their wirelessdevice or some other similar available time frame. The wireless device,in that event, stores a corresponding copy of table 92. The wirelessdevice user can then retrieve a listing without making a call for adirectory assistance. If the requested listing is not present in thecopied table 92, the wireless device user will then call the directoryassistance. In that event, the directory assistance may not search pastrequested listing table 92, based on the assumption that the requesterhas already attempted to retrieve the number from the copy of the tablestored in the wireless device.

In accordance with one embodiment of the invention, past requestedlisting table 92 may be updated manually by requester 4 by directlyaccessing system 2 via an interface such as a web site (HTTP), SMS orWAP interfaces or any other interfaces using compatible protocols.

In operation various billing options for system 2 can be utilized inconnection with the maintenance and operation of past requested listingtable 92 as stored in billing database 14. Such billing options mayinclude but are not limited to, charging for maintaining a pastrequested listing table 92, charging for making a connection from pastrequested listing table 92, charging additional fees based on the rateof updating the table 92, charges based on expanded content for table 92and charges for maintaining the service to be operated from the wirelessdevice of requester 4 through service provider 26.

It should be noted that this list is intended only as an example ofpossible billing arrangements for system 2 related to past requestedlisting table 92 and is in no way intended to limit the scope of thepresent invention. Any billing arrangement related to past requestedlisting table or combination of past requested listing table 92 andother features of system 2 are within the contemplation of the presentinvention.

In another embodiment, the information contained on past requestedlisting table 92 and top-ranked sub-listing table 94 may be used bysystem 2 to target specific requesters 4 with promotions. Suchpromotions may be for other services offered by system 2 or thepromotions may be collaborative promotions with third parties.

As noted above past requested listing table 92 contains complete usagecharts for each requester 4, and in particular for requesters 4 who havepreviously used the system, either frequently or sporadically. Such dataas contained within both past requested listing table 92 and top-rankedsub table 94 may be utilized by system 2 to designate particular “types”of users for targeting of the promotions to either those most likely tobe receptive to them based on past behavior or to entice infrequent butsteady users to increase their usage.

The promotions offered by system 2 may include but are not limitedto: 1) free ring tones in exchange for more usage; 2) unlimited/setlimit calls to system 2 for a prearranged fee; 3) SMS bundle (SMS accessto DA platform, with possible reduced rates); 4) Roadside rescue (3rdparty towing services, etc. . . . ); and 5) paid advertiser searchresults targeted to particular requesters 4, such as special offers frompaid advertisers when their listing is requested by a certaindemographic/geographic caller.

For example, if system 2 desires to increase the general usage ofcontinuous low-volume (once every month or two) requesters 4, system 2may parse past requested listing table 92 for requesters 4 where thetime and date field indicates one call to system 2 per month or so. Thenwhen requesters 4 having such a call history contact system 2 again,they can be identified using the MIN or ANI (Automatic NumberIdentifier) using originating phone number field of incoming call record15 and, either before or after the directory portion of the call isconducted they may be prompted with a promotional offer as follows:

“We are offering a promotion of a free ring tone download after fivecalls to our service (system 2). Would you like to enroll?” If therequester 4 accepts system 2 may follow up with: “Thank you for choosingour service (system 2). You will receive instructions for receiving yourring tone after four more calls.”

In another example, a heavy volume requester, as identified using pastrequested listing table 92 may be targeted for an offer for a flat feeusage: “Would you be interested in receiving unlimited standarddirectory assistance calls to our system (system 2) for 7.99$ permonth?”

In another example, system 2 may target even one time requesters 4 basedon the listings they requested. For example, if a requester 4 hasrequested a listing from the category of “towing” or “tow truckservices” system 2 may envision that these people are without a roadsideassistance program. In such an event, when a third party roadsideassistance (or system 2 run roadside assistance system) desires, a pastrequester 4 who re-contacts system 2, and in the past has requested alisting in the “towing” category may be prompted with the promotion:“Our records show that in the past you requested the services of atowing company. We now offer roadside assistance services for 3.99 permonth. Are you interested in this service.”

In yet another example, frequent requesters 4 for certain categories,such as “food/delivery” may be targeted for cross promotions withcertain listing advertisers including take-out food establishments.Here, a third party food establishment may pay system 2 such that when arequester 4 contacts system 2, and they are identified using pastrequested listing table 92 and top-ranked category sub-table 94 asfrequent requesters in the category of “food/delivery” that they beprompted with their own promotion.

A sample interaction may include a requester 4, who has called for “fooddelivery” category listings ten times in the past month, accessingsystem 2 for directory services. Regardless of the desired listing,system 2 may additionally prompt requester 4 with “XYZ pizza is offering6.99$ large pizza and 2 liter to users of our service (system 2). Wouldyou be interested in this deal?”

The full number of promotions offered by system 2 in the above mannerare too numerous to described in detail. Any similar promotion that istargeted to a particular requester 4, or class of requesters 4 based ondata obtained from the prior usage of the system, are within thecontemplation of the present invention.

To facilitate a personal data field 95 and current promotion field 97may be added to past requested listing table 92 as shown in FIG. 6.Personal data field 95 includes data such as sex, age, name, geographiclocation (primary), occupation etc. . . . . Such information may besupplied directly by frequent requesters 4 or of may be obtained fromthird parties (ie. the requester's carrier/service provider). Personaldata field 95 may be used by system 2 to further target promotionaldeals to specific demographics/geographic locations. For example, adesired promotion deal for a pub/bar may not only be based on the aboveoutlined criteria (past search requests) but also, further limited tomale callers under 30 in the New York City Area.

Current promotion field 97 is used by system 2 to track currentpromotions that have already been accepted by requester 4. For example,if a requester 4 accepts the deal for a free ring tone after five callsto system 2, then current promotional field may be used to track howmany calls they have made to system 2 before they are provided with thepromotion reward. Current promotion field 97 may be further used as apropensity field in and of itself, whereby system 2 targets promotionsto requesters 4 that have previously accepted earlier promotions.

It is understood that the above described target promotions based ondata derived from past requested listing table 92 is exemplary in naturean not intended to limit the scope of the invention.

In another embodiment, Closing prompt module 27 provides the closingprompt identification data that will be included in a defined field suchas closing prompt code field 58 of the call completion data packet 50 asshown in FIG. 5. As mentioned, call completion data packet 50 promptsswitch 12 with a command to activate the appropriate closing prompt.Closing prompt module 27 functions in conjunction with agent application19 to generate a call completion data packet 50 as more fully describedbelow in reference to FIG. 5. Call completion data packet 50 presentsinformation to switch 12 to generate a closing prompt based on closingprompt code field 58 of the call completion data packet 50, which isrecognized by switch 12. Closing prompt module 27 can either exist as aphysically separate unit or it can exist as a functional module of agentapplication 19 software.

While one embodiment of the invention has been described above, theinvention contemplates that call completion data packet 50 can be usedby any combination of hardware and software such as: an ACD, a PBX, astandalone VRU (Voice Response Unit)/ASR (Advanced Speech Recognition),application software and the like, to generate the closing prompt basedon the closing prompt code field 58 in call completion data packet 50.

As illustrated in FIG. 4, closing prompt module 27 is comprised of aclosing prompt processing module 64, override module 66 and a callcompletion data table 68. Call completion data table 68 can either be aseparate table within closing prompt module 27 or it can exist assoftware that is found in closing prompt processing module 64. Inanother embodiment of the current invention, closing prompt processingmodule 64 and override module 66 can reside on Switch 12 or anycombination of hardware and software such as: an ACD, a PBX, astandalone VRU/ASR, application software and the like.

In the case of new requesters 4, closing prompt module 27 may generate aclosing prompt to invite requester 4 to set up a subscriber 6 listing(to be stored as a listing in system 2). This allows system 2 toaccumulate a more complete subscriber 6 database. Closing prompt module27 may further be utilized to implement the targeted promotions that arediscussed in detail above, if the promotions are handled in an automatedmanner rather than directly by (live) operator terminal 20.

Agent application 19 software then creates a call completion data packet50. Alternatively, closing prompt module 27 or some other applicationcould create call completion data packet 50; however, for the purposesof this discussion agent application 19 will be forming call completiondata packet 50. As illustrated in FIG. 9, call completion data packet 50is comprised of multiple data fields. This can include but is notlimited to the originating phone number of requester field 54, thedevice identification number information field 56, closing prompt codefield 58 and pre-announcement field 59.

Call completion data packet 50 is formed by agent application 19 atoperator terminal 20 using information from Incoming call InformationRecord 15, listings in database 18, and closing prompt module 27. Thisinformation is then organized and used to populate the fields of callcompletion data packet 50.

The originating phone number field 54 is the originating phone number ofrequester 4. The device identification number information field 56 isthe requested listing of subscriber 6. This information is provided tooperator terminal 20 by the retrieved listing from listing database 18.The device identification information field identifies the properdestination for the completed call. This information is used to properlyconnect requester 4 to device 6. As discussed below the proper listingcan be retrieved by operator terminal 20 by a search or it can beentered directly from information provided from past requested listingtable 92 or top ranked listing sub-table 94 in the case of a repeatedrequests.

Closing prompt code field 58 of call completion data packet 50 containsinstructions on which closing prompt to retrieve, use and play forrequester 4. As discussed above, for new requesters 4 closing promptfield 58 of call completion data packet 50 may contain instructions fora closing prompt directed to inviting that requester to submit theirinformation to system 2 to create a subscriber 6 record. Additionally,if the promotions are handled as automated promotions as noted above,then the coding for such pre-recorded promotions would also be includedin closing prompt field 58.

Pre-announcement field 59 of call completion data packet 50 denotes tothe Voice Response Unit (VRU) whether or not the pre-announcementfeature is activated. If the pre-announcement feature is activated theVRU will announce requester 4's identity to device 6 by either voice ortext message so that wireless apparatus 6 can determine whether or notto accept the call.

When combined, the originating phone number of requester field 54, thedevice identification information field 56, the closing prompt codefield 58, and the pre-announcement field 59 contain all of theinformation needed to initiate and complete the call, play theappropriate closing and pre-announcement.

Wide Area Network (WAN) 25 is configured to couple all operatorterminals 20 to system 2 and 2′. This includes connections betweengeographic locations, such that operator terminals 20 located at a callcenter can connect with switches 12 at other remote locations. As notedearlier and to be discussed in more detail below, because primary callcenter 16 may route calls to remote operator terminals 20′ it isnecessary that those operator terminals 20′ be able to communicate backto the originating switch 12 in order to connect to the proper call. WAN25 is configured to relay call completion data packet 50 to theappropriate switch 12 in order to complete requester 4's call. A morecomplete description of the function of WAN 25 within system 2 isdiscussed below.

Agent application 19, as supported by one of the operator terminals 20,communicates via operator terminals 20 to any one of the switches 12with the combination of systems 2, 2′ etc. via Wide Area Network 25(WAN). WAN 25 allows customer service representatives at operatorterminals 20 to transmit a call completion data packet 50 from operatorterminals 20 to any one of switches 12. In the event that agentapplication 19 is unable to successfully pass call completion datapacket 50 due to any number of reasons including but not limited to theunavailability of WAN 25 or the rejection of call completion data packet50, agent application 19 can initiate call completion using in-bandsignaling such a DTMF. This allows agent application 19 to put thecaller on soft hold and pass the destination digits to switch 12 via thesame trunk. Switch 12 then accepts the digits and releases the call tocall Center 16 and initiates call completion as described hereinafter.

As part of the call completion process, switch 12 has the ability toselect the optimal trunk group to be used for the completion ofrequester 4 to subscriber 6. For example, if switch 12 has a directconnection to the service provider 26 of subscriber 6, the completion ofthis call would be implemented over this link.

In the case where switch 12 did not have a direct connection to serviceprovider 26 of subscriber 6, the completion of this call would be viaPSTN 10. This allows switch 12 to select the most cost effective meansof delivering the call to subscriber 6. This selection of the outboundtrunk group may be determined by call completion table 17 (as shown inFIG. 1) based on information contained in call completion data packet50. For example, the NPA.nxx of the number in the device identificationinformation field 56 in call completion data packet 50 can be used toindicate service provider 26 for that listing. This information is thenused to determine whether a direct connection exists from switch 12 tothat service provider 26. If such a direct connection exists, then thefirst choice route for this call would be via that link. In the eventthat such direct connection is not available or does not exist, analternate route such as a connection to the PSTN 10 could be used.

As illustrated in the flow diagram of FIG. 7, initially, at step 100,requester 4 calls system 2. The method for accessing system 2 can be viaany known dialing pattern such as an “800” number, an NPA.nxx.xxxxnumber or NPA-555-xxxx, but also can be a shortened information-likenumber, such as “411,” “555,” “#555,” etc. Preferably, access to system2 is arranged such that the access number dialed by requester 4 isavailable nationwide such that requester 4 need not be concerned withindividual access numbers depending on their location, or whether theyare accessing system 2 via a wireless device or a wireline device.

It should be noted that if past requested listing table 92 or top rankedlisting table 94 is stored in server for communication to serviceproviders 26 which in turn is communicated to the wireless device ofrequester 4 as discussed above, and the requester wishes to place a callto one of the listing contained within, then the call may be dialeddirectly from the wireless device, directly through wireless carrier 26.The call can also be processed through switch 12 of system 2 based onthe configuration of such arrangements for table 92, bypassing anyoperator terminal 20 directory assistance listing retrieval allowing thecall to proceed directly to call completion.

At step 102, Mobile Switching Center (MSC) 8 recognizes the patterndialed by requester 4 as belonging to system 2 (i.e., a request forcommunication assistance) and routes the call to switch 12 along withthe originating phone number of requester 4. Switch 12 tracks calldetail information upon receiving the call from MSC 8.

An additional feature of switch 12 is its ability to recognize andtranslate dial number and ANI strings allowing system 2 to provide agentapplication services to multiple customers. Upon dialing the appropriatenumber, MSC 8, is configured to recognize that the dialed number stringbelongs to the communication assistance system and method, and routesthe inbound call to switch 12. If necessary, prior to routing the callto switch 12, MSC 8 may translate the user's dial string (for example#555) to a digit sequence recognized by system 2.

This translation allows different service carriers to access the serviceprovided by the present invention using either a universal access numberor different user dial strings. For example, in the event that twocarriers decide to use different dial strings (i.e. cellular telephonecarrier A may support access to system 2 by dial string *5 whilecellular carrier B may access the service using the dial string 411),each carrier's Mobile Switching Center (MSC) 8 may or may not select totranslate this dial string before routing the call to switch 12. Uponreceiving the inbound call, switch 12 may further translate the MSC 8dial string and route the call to primary call center 16. The numbersent by switch 12 allows system 2 to identify the particular MSC 8 fromwhich the dial string was received along with the actual MSC dial stringso that elements of system 2 can determine what service is desired, andwhere the inbound call originated. It is also contemplated by thisinvention that calls may originate from a wireline carrier and/or VoIPcarrier as shown in FIG. 1.

For example, switch 12 might translate Mobiles Switching Center (MSC) 8dial string 411 to any four-digit number (this string length is forexample only and can be modified) such as 9605. This four-digit stringis used to populate the number dialed by requester field 60A in callcompletion data table 68. The translated digit string will be referredto as the Direct Inbound Dial (DID) number. Each switch 12 can havemultiple DID numbers to identify requester 4's request for differentservices and their calling location.

An additional feature available using this technology is to provide aseparate dial string as an indicator of preferred language informationto system 2. For example, if a dial string such as NPA.555.1818™ isused, switch 12, after translating the MSC dial string, willautomatically send a Spanish language preference indicator in Incomingcall Information Record 15 so that the primary call center 16 will routethe call to an appropriate operator terminal 20, such as a Spanishspeaking operator. Advantageously, Spanish speaking operators may belocated remotely from system 2 and calls to be handled by them may berouted via call center 16 to a remote call center 16′ as described abovein reference with FIGS. 1-3.

It should be noted that the above example of call signaling methodologyis intended only as an example of call routing and requester 4identification and is not intended to limit the scope of the presentinvention. Any such signaling methodology protocol which is capable oftransmitting the call between the MSC 8 and switch 12 is within thecontemplation of the present invention.

At step 104, switch 12 routes the call to primary call center 16. Toperform this task, switch 12 creates incoming call information record15, as shown in FIG. 2, with the pertinent information as described inmore detail above, and selects a direct trunk to call center 16. Theconfiguration being used to carry the call between switch 12 and primarycall center 16 preferably is a release link trunk configuration,discussed above in detail. While not discussed here, it is contemplatedthat any trunking and/or signaling configuration can be used to routethe call from switch 12 to call center 16. It is also contemplated bythis invention that switch 12 may connect this call to call center 16via Public Switched Telephone Network PSTN 10 (i.e. using an 800 numberor a directly dialed number).

Next, at step 106, upon receiving the call from requester 4, primarycall center 16 notifies an available operator terminal 20 with theappropriate skills, if necessary, that an inbound request has arrivedand routes the call there. Upon establishing a link between requester 4and operator terminal 20, primary call center 16 establishes a voice andcommunications link from the caller to the customer servicerepresentative. The two-way voice communication is routed directly fromrequester 4 through primary call center 16 to operator terminal 20,having an attached telephonic communication means. The datacommunication, which may include any information contained in incomingcall information record 15 (i.e. the number dialed by requester 4 (theDID), the preferred language code, the originating phone number of therequester and the requester service provider field) is transmitted tothe primary call center 16 to operator terminal 20 via ComputerTelephony Interface (CTI) 29. CTI 29, deployed between primary callcenter 16 and operator terminals 20, is used to communicate theinformation necessary for the customer service representative and agentapplication 19 software to handle and complete the call.

Using this link, an agent asks requester 4 for information regarding theservices they are requesting. Requester 4 supplies the necessaryinformation. An example of this information may include but is notlimited to: the directory listed name, the defined locality, the emailaddress, the name, wireline phone number, license plate, etc. It iscontemplated by the current invention that traditional directoryassistance and enhanced directory assistance may also be provided bythis system.

Next at step 106A, using information from the originating phone numberfield of incoming call information record 15, operator terminal 20 andagent application 19 search the caller number fields of the pastrequested listing table 92 to determine if this requester 4 has calledin the past. If not, then the operator terminal 20 proceeds to step 108and begins generating a new past requested listing table 92 entry forthat requester.

If requester 4 is a past caller, then at step 106B, agent application 19and operator terminal 20 display the information from past requestedlisting table 92 and top ranked listing sub-table 94 to the operator insome form of organization based on a predefined criteria as discussedabove.

Next, at Step 106C, the operator determines if the newly requestedlisting is on the display information provided by the past requestedlisting table 92 or top ranked listing table 94. If not, the operatorproceeds to step 108. If the listing is present, then the operatorbypasses the searching step (108) and directly links requester 4 to thedesired listing and then the system proceeds to step 109. Thisarrangement saves the service representative of operator terminal 20 aconsiderable amount of search time, leading to a better response time.

If, as discussed above, requester 4 is a first time caller or if thelisting requested is not in the past requested listing table 92, then atstep 108, the agent at operator terminal 20 then initiates a search ofdatabase 18. Of course, if primary call center 16 is busy or there areno available operator terminals 20, the requester 4's call can beforwarded to call Center 16′ which can accommodate the requester'sinquiry in the same manner as described above in step 106. If therequested listing is unavailable, the agent awaits further instructionfrom requester 4.

At step 109, whether the information was retrieved from past requestedlisting table 92 or if the listing was retrieved by the operator througha search, system 2 updates past requested listing table 92 and topranked listing table 94 according to the system 2 update schedule. Inthe case of first time caller a past requested listing table 92 isgenerated.

It should be noted that if past requested listing table 92 and topranked listing table 94 are stored on server for service provider 26 tobe transferred directly on the wireless device of requester 4, then theupdating process of the server may occur upon a similar time frame, suchas daily, hourly or real-time and the list as it appears in the wirelessdevice of requester 4 may be updated on a scheduled interval or when thewireless device is turned on and reconnected to its service provider 26as discussed previously. Service provider 26 transmits the correspondingcopy of table 92 to the wireless device assigned by requester 4 duringthose scheduled intervals so that the wireless device would maintain anup-to-date list of the past requested listings. The updated list canalso be transmitted to the wireless device or in accordance with aregularly scheduled maintenance connection directly with system 2 suchas through an Internet connection.

If requester 4 has been targeted to receive a promotion as discussed indetail above, and if the promotion is to be offered by a live agent,then while operator terminal 20 is handling the directory assistancerequest, either before or after steps 106-108, the promotion may be readto requester 4, and, if accepted it can be noted in current promotionfield 97 of past requested listing table 92.

Next, at step 110, the listing for subscriber 6 is reviewed to determineif the number requested is unlisted or if it is masked to preventrequester 4 from receiving the actual number. The records associatedwith device 6 in databases such as 18 and 18′, as listed in the listingtable are provided with a connect field, having a sub-table 70 thatindicates to operator terminal 20 whether or not a customer servicerepresentative is permitted to connect the call and, if so, disclose thenumber to requester 4. This ensures unlisted numbers remain unreachableand that the number of device 6 remains confidential if thecorresponding subscriber so wishes.

During operation, agent application 19 software reviews sub-table 70 tocheck if the number is unlisted. If so, the customer servicerepresentative informs requester 4 of this and awaits furtherinstructions. If the number is listed, then agent application 19 checksto see if the number is masked. This is the feature that is “on” or“off” at the request of the subscriber 6; however preferentially, thedefault is set to masked. If the number is masked, the call is connectedwithout requester 4 ever seeing or hearing the number. If the number isnot masked, requester 4 receives the number and is offered the serviceof automatic dial or other such comparable service. Of course, it isunderstood that the above described operation and method are easilyimplemented in this software arrangement or any other softwarearrangements known to those familiar with the art. It is alsocontemplated by this invention that database 18 may be stored in anencrypted format to protect it from intrusion, hacking or other forms ofunauthorized access or use.

Alternatively, for an even more secure listing for device 6, the phonenumber associated with device 6 is not displayed to the customer servicerepresentative at operator terminal 20. Although system 2 will have theinformation it will not be displayed to the customer servicerepresentative. In this case, operator terminal 20 and switch 12,communicating through call completion data packet 50 and Wide AreaNetwork (WAN) 25, complete the call while maintaining the secrecy of thephone number throughout.

Next, at step 112, closing prompt module 27 decides on an appropriateclosing prompt, based on the criteria described above. Such closingprompt selection may include the implementation of a pre-recordedpromotion to requester 4 as noted above. The closing prompt is mayprovide either a special or general announcement or may be selected ormodified by override module 66 or selected by logic contained in closingprompt processor module 64 based on subscriber 6 and requester 4information found in call completion data table 68.

It should be noted that subscriber 6 listings stored on past requestedlisting table 92 will be listed according to the masking featurecriteria saved in their listing table in the connect field. Thus, if arequester 4 requests a subscriber 6 listing in which the connect fieldof that listing indicates that the listing is masked then not only willthat request be connected in accordance with the masking instructionsbut also, when the listing is stored to that requester's past requestedlisting table 92, the listing will appear in a masked format.

In the case of a new requester 4, as discovered in step 106A, closingprompt module 27 may select a prompt inviting requester 4 to contactsystem 2 and enter their information into a listing a listing stored indatabase 18.

A code or multiple codes for the prompt or prompts is then used byclosing prompt module 27 to populate closing prompt code field 58 ofcall completion data packet 50 so as to determine which recorded closingprompt is to be played.

Next at step 114, agent application 19 software on operator terminal 20constructs call completion data packet 50. Call completion data packet50 is prepared using information from Incoming call information record15, listing from database 18, closing prompt module 27, agentapplication 19 and verbal information from requester 4.

Upon completion of call completion data packet 50, operator terminal 20transmits call completion data packet 50 to switch 12 via Wide AreaNetwork 25. WAN 25 is connected to all switches 12 and all operatorterminals 20 in system 2, such that should an operator terminal 20 beremotely located from switch 12 as a result of call routing, operatorterminal 20 will be able to send the call completion data packet 50through WAN 25, even to remotely located Switches 12. The appropriateswitch 12 is identified by agent application 19, using the DID whichidentifies the originating switch where the requester 4's call enteredsystem 2.

Next, at step 116, switch 12 initiates the call between requester 4 andsubscriber 6. Switch 12 then begins tracking call detail information andother functions for the call completion leg. Switch 12 then uses theinformation in call completion data packet 50 to select the appropriateclosing prompt from closing prompt storage module 13, and theappropriate outbound trunk group from call completion table 17.

Another embodiment of the invention is shown in FIG. 8 which shows adiagram of an example of the components used to provide access tolistings database 18 via a data protocol included but not limited to:WAP (Wireless Application Protocol), SMS, iMode interface, for thepurpose of synchronizing data contained in past requested listing table92 with requester 4's remote wireless device. In this embodiment of theinvention, the requester 4 performs a query via device 6. At MSC 8, therequest is processed by WSCP (Wireless Services Control Point) 47 andinterfaced through the carrier's firewall 45 to the Internet via ISP 42.The request is in turn processed through system 2's firewall 45 andpassed to web server 44. On web server 44, the processing application 49takes the information sent and structures a query that will go againstthe listing database 18. The listing database 18 will return theinformation contained in past requested listing table 92 or top rankedlisting table 94 that are consistent with the request. This informationwill be sent back via firewall 45 to device 6. The transmittedinformation is then used to update the database on the device.

Although the present invention has been described in relation toparticular embodiments thereof, many other variations and modificationsand other uses will become apparent to those skilled in the art. It ispreferred, therefore, that the present invention be limited not by thespecific disclosure herein, but only by the appended claims.

1. A communication assistance system, said system comprising: a databasehaving a plurality of listings therein, each of said listings includinga least one contact name and a contact information; a means forreceiving incoming communications from a plurality of requesters seekinga listing among said plurality of listings; a table for storing pastrequested listings of said requesters, wherein said system reviews saidtable for storing past requested listings and, based on contentscontained in said past requested listing table developing a list ofrequesters to target a promotion to, whereupon when a requester amongsaid plurality of requesters who is among said list of requesterscontacts said system, they are provided with said promotion.
 2. Thesystem as claimed in claim 1, wherein said means for receiving incomingcommunications from said plurality of requesters is a telephone switchfor receiving incoming telephone calls from said requesters.
 3. Thesystem as claimed in claim 1, wherein said means for receiving incomingcommunications from said plurality of requesters is an electroniccommunication interface for receiving electronic communications fromsaid requesters.
 4. The system as claimed in claim 1, wherein saidelectronic interface is cable of receiving communications from saidrequesters in an electronic format selected from the group consisting ofiMode, SMS, HTTP, WAP and IM.
 5. The system as claimed in claim 1,wherein said table for storing past requested listings of saidrequesters, further includes additional information about past requestedlistings selected from the group consisting of time and date of request,number of times that listing was requested, category of said listing,ranking for that requester for said category of said listing.
 6. Thesystem as claimed in claim 5, wherein said past requested listing tablefurther includes a personal data field that contains personal data aboutsaid requester selected from the group consisting of ex, age, name,geographic location (primary), occupation.
 7. The system as claimed inclaim 6, wherein said past requested listing table further includes acurrent promotion field which tracks current promotions previouslyaccepted by said requester.
 8. The system as claimed in claim 7, whereinsaid system further maintains a top requested listing sub-table thatincludes data regarding category preference information about saidlistings requested by said requester.
 9. The system as claimed in claim8, wherein said system, when developing a list of requesters to target apromotion to, is based on contents contained in one or more of said pastrequested listing table, said to requested listing sub-table, saidpersonal information field, and said current promotion field.
 10. Thesystem as claimed in claim 1, wherein said promotion is read to saidrequester by a live customer service agent during said communicationfrom said requester.
 11. The system as claimed in claim 1, wherein saidpromotion is delivered to said requester as a pre-recorded messagedelivered in a closing prompt upon call completion.
 12. The system asclaimed in claim 1, wherein when a requester among said plurality ofrequesters, who is among said list of requesters to receive a promotion,contacts said system, said system recognizes said caller using a calleridentifier.
 13. The system as claimed in claim 12, wherein said calleridentifier is selected from the group consisting of ANI and MIN.
 14. Amethod for providing communication assistance, said method comprisingthe steps of: maintaining a database having a plurality of listingstherein, each of said listings including a least one contact name and acontact information; receiving incoming communications from a pluralityof requesters seeking a listing among said plurality of listings;storing past requested listings of said requesters in a table; reviewingsaid table for storing past requested listings; developing a list ofrequesters to target a promotion to based on contents contained in saidpast requested listing table; and provided said requester with saidpromotion when a requester among said plurality of requesters who isamong said list of requesters contacts said system.